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Good practice Imported

Chatico — Bogotá's AI-Powered Omnichannel Virtual Assistant for Citizen Participation and Services

Colombia · Bogotá · See the Colombia profile · See the Bogotá profile

Evidence: Descriptive / self-reported Top 14% 80/100 · Ask Evidence Copilot about this practice

Bogotá's WhatsApp-based AI assistant Chatico logged 3.6M+ conversations since 2023, handled 1.6M queries during a water-rationing crisis, and carried 147,000+ inputs to the city's Development Plan consultation, where 82% of participants had never engaged before.

3.6M+
Conversations logged (first two years)
1.6M+
Water-crisis queries handled (2024)
147,422 of 216,599
Citizen inputs carried, District Development Plan consultation
82%
First-time consultation participants
+43%
Growth in digital participation vs earlier consultations
Chatico — Bogotá's AI-Powered Omnichannel Virtual Assistant for Citizen Participation and Services

Details

Maturity
Scaling
Promoter
Alcaldía Mayor de Bogotá (Mayor's Office of Bogotá) — ICT Advisory Office / Bogotá Capital Digital, with Fundación Corona
Period
2023–present
Keywords
conversational AI, e-government, citizen participation, participatory budgeting, digital inclusion

Context

Chatico is an AI-powered, multi-channel virtual assistant developed by the Mayor's Office of Bogota (ICT Advisory Office, 'Bogota Capital Digital' strategy) letting residents access city services and participate in public decisions via WhatsApp, web chat, Telegram, Instagram and Facebook Messenger, answering questions on more than 400 topics.

Results

In its first two years the assistant logged more than 3.6 million conversations, including over 1.6 million queries during the 2024 water-rationing crisis. During consultation on the 2024-2028 District Development Plan, it carried 147,422 of 216,599 total citizen inputs, reaching 41,801 participants (82% first-time). In the November 2024 'Proyecta Local' participatory-budgeting campaign it carried 89% of digital votes (132,000+ votes, 57% female participation), and digital participation grew 43% versus earlier non-Chatico consultations.

Conclusions

City officials describe Chatico as functioning alongside, not instead of, in-person participation channels, citing unresolved access (no phone/internet) and literacy barriers and open AI-governance questions.

Implementation

Implementation detail (cost, timeline, staffing, conditions for success) is not yet available for this practice.

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